Ask the Expert

By Brad J. Wilson

Sep 01, 2007

Experienced systems integrators
should expect that many end
users may not be up to date
about the most effective combination
of products for a complete security
system. They simply know the specific reasons
that they initially decided to install a
physical security system. That means that
communication between the customer and
the integrator is key in the design, installation
and maintenance process of a new
security project.

ISSUE: How can integrators ensure end
users understand all aspects of a project?
SOLUTION: It’s important that end-user
representatives provide specific information
and articulate in clear detail the reasons
that they want to install a security system.
What are the end user’s expectations
of the system, and what concerns do they
have of any employees, other contractors
or vendors? This facilitates the process for
the integrator and helps ensure that each
client receives the best solution for their
situation. The end-user representative
needs to be sure to provide the systems
integrator with what he or she thinks are
the facility’s weaknesses and tell them
about any security problems that have been
experienced in the past. The representative
should tell the integrator about their business—
what they do and if there are any
plans for expansion—and the facility so the
integrator can make suggestions and better
guide the project.

It is vital to arrange regular meetings
between the end user and integrator to discuss
progress on the project and any obstacles
that may arise. It is necessary to set up
a time for these meetings during the initial
planning process and communicate regularly
to make sure both parties are operating
on the same page. End users also
should try to remember that there are many
people involved in this process and keep
payments in mind. If payments to the integrator
are not done in a timely fashion,
progress on the installation will lag, as the
integrator will not be able to make payroll.

ISSUE: Scheduling can be a major
obstacle during installation of a security
system. How can integrators avoid this?
SOLUTION: The date and time of the
installation should be agreed upon during
the initial planning process. It is likely that
the end user is going to want the integrator
to be there as little as possible during regular
working hours because of the disruptions
the installation may cause during the
day. Often, this can be worked around, and
both sides can agree on a good time for the
job—if discussed in advance. The integrator
also needs to know how to best gain
entry to the facility, and the end user should
provide the integrator with a convenient
place to keep equipment and for employees
to park their vehicles.

Communication is best if one person is
designated as the integrator’s point of contact
on the end-user side. It is imperative to
keep the IT department involved in the
project. IT, on occasions, has specific
requirements that the security plan needs to
meet, and it is important for the integrator
to talk to the IT staffers early in the process
about the requirements to avoid making
expensive last-minute changes. Most enduser
representatives will not know how to
effectively control their new security system,
so they should demand that a training
session be included for the end user and
employees after the installation is complete.
Due to personnel turnover, ongoing
training should be anticipated.

The final result will better meet the end
user’s expectations if both parties work
closely together and communicate well
throughout the process of designing and
installing the security project. Planning in
advance is especially important on a larger
project and can help save a lot of time on
the installation phase. The job can be completed
more quickly and more smoothly if
both parties are on the same track and talk
often.

READER QUESTION: Three years ago,
my husband and I purchased a 30-room
boutique hotel along the coast of
Oregon. About six months ago, we started
having problems with theft and vandalism—
both inside and outside. Can
you provide an idea of what security
measures we might take in order to
bring these problems under control? We
don’t have a lot of money, but we also
cannot continue to suffer the losses.
SOLUTION: Before I recommend a solution,
a site survey and risk analysis should
be conducted to determine crime levels and
trends, and lighting levels during the day
and at night. The coastal location also must
be taken into account—saltwater spray will
have a corrosive effect on all exterior
equipment.

In general, the security plan should provide
perimeter protection and video surveillance.
Perimeter protection can be provided
by a card access system that gives
authorized entry to both individual rooms
and hotel entrances; this system should
send alarm signals to a remote monitoring
station though the use of an alarm panel.
Video surveillance should cover parking
areas, building entries, lobbies and other
common areas. IP and megapixel cameras
should be considered to provide the necessary
flexibility and video quality. Video
analytics can provide real-time alerts to
appropriate staff when suspicious activity
occurs in the camera’s field of view; some
of these activities are loitering, unattended
objects, tailgating and removed objects.
While the cost of a security system is a
consideration, it is important to keep in
mind that the impact of crime and vandalism
can cost much more.